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On the other hand: please don't make it an odyssey just to email you with a problem. I find it so disrespectful when I have to jump through a million hoops to c

by _dain_ 4y ago

On the other hand: please don't make it an odyssey just to email you with a problem. I find it so disrespectful when I have to jump through a million hoops to confirm that yes, really, my problem isn't solved by the FAQs, it's something that you haven't thought of. One particular blind spot that I've come up against again and again is on websites that aren't really for tech, they're for selling some product or service. In their ontology, customer problems are only ever to do with things like accounts or payments or deliveries, never technical aspects of the site itself. In the designers' minds, all their forms work flawlessly, all information presented to the user is consistent, all links work, etc. When any of this fails, they make it hard to report. Things like: dropdown menus for "what is your problem" that don't have an "other" option for anything not listed. Remember that there are always unknown unknowns that need an escape hatch.

yccs27 4y ago
As a lot of other comments here indicate, having to confirm multiple times it's really not in the FAQs is not out of disrespect, it's out of necessity for all the people asking the same question again and again. When I encounter that I check the help pages one more time, and just go through the motions to get to the real support. On the other hand, it does bother me when there is just no way to escalate from tier-one support. Some customer service person sends you a canned reply, you respond that the problem persists and you already know there's a technical issue with xyz, and after a few cycles they just go quiet or say "sorry can't help you". After investing time to get this far, that's incredibly infuriating. I've also encountered your issue with "other problems", and how much it matters really depends on how easy it is to get beyond the initial support stage to someone who really listens/reads your messages.

by _dain_ 4y ago

yccs27 4y ago

As a lot of other comments here indicate, having to confirm multiple times it's really not in the FAQs is not out of disrespect, it's out of necessity for all the people asking the same question again and again. When I encounter that I check the help pages one more time, and just go through the motions to get to the real support. On the other hand, it does bother me when there is just no way to escalate from tier-one support. Some customer service person sends you a canned reply, you respond that the problem persists and you already know there's a technical issue with xyz, and after a few cycles they just go quiet or say "sorry can't help you". After investing time to get this far, that's incredibly infuriating. I've also encountered your issue with "other problems", and how much it matters really depends on how easy it is to get beyond the initial support stage to someone who really listens/reads your messages.